By Bill Self on April 20, 2011
Customer-centricity will create a new dimension of success that many companies cannot picture because they are being held back by their assumptions. The journey starts with the realization that success will come when a different organizational culture is in place and that it is worth the effort to change.
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Posted in Leading Change | Tagged Change Management, Company Culture, Leading Change, Vision
By Bill Self on April 6, 2011
Put your organization on a journey that creates a customer-centered culture. Design a culture that is empowered to “own” the customer in every interaction. Where you are in two years will be dramatically different—and better.
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Posted in Leading Change | Tagged Business Strategy, Change Management, Organizational Culture, Organizational Purpose
By Bill Self on February 2, 2011
The original customer relationship systems that you developed were acceptable 10-20-30 years ago are becoming obsolete. Remastering, however, is available through new systems that replace mechanistic, product-centric cultures with more organic, customer-centric versions.
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Posted in Customer Strategy | Tagged Change Management, Competitive Advantage, Customer Strategy, Differentiation, Vision
By Bill Self on February 24, 2010
Customer-centricity will not happen unless your organization is curious about customers and what they will need in the future. Create a culture that is continuously looking for ways to learn more about customers. Don’t become complacent. Be an explorer.
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Posted in Leading Change, Uncategorized | Tagged Change Management, Customer Closeness, Innovation
By Bill Self on July 1, 2009
When I conduct client workshops I often ask participants this question: What could your competitors be developing for your customers right now that you don’t currently offer?
We know it is impossible to draw an accurate picture of the future. As Yogi Berra said, “It’s tough to make predictions, especially about the future.” But we continue to
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Posted in Differentiation | Tagged Change Management, Customer Closeness, Customer-Centricity, Differentiation, Thinking Like a Customer
He is a member of the National Speakers Association and delivers dynamic presentations on the transformative power of genuine customer-centric behavior at conferences or in settings for individual companies. Visit Bill's speaking page to learn more.
